Senior Support Engineer

Summary

Join our South African team, a UK-based MSP supporting UK businesses! We're a Microsoft-centric company offering technical support, systems management, project management, professional services, and technology sales. This role involves working from home, focusing on Microsoft cloud services, modern security, networking, and storage. You'll be a key player in staff development, project delivery, and handling complex support requests. The ideal candidate is a confident technologist with strong communication skills and experience in various IT areas. We offer additional remuneration for weekend on-call participation.

Requirements

• Be living in South Africa and have a right to work in South Africa
• Possess Matric certificate (Grade 12) at Higher or Standard grade
• Be able to work permanently from home
• Be willing and able to participate in shift or rota based work on evenings and weekends as part of the wider team
• Have a minimum of 5 years’ experience of at least 2nd line, preferably at 3rd line for a company of at least 200 users or as part of an IT service provider or VAR
• Possess Microsoft AZ-104, MS-900 certifications (or better) and must be valid
• Possess knowledge and experience of Networking, equivalent to or better than Cisco CCNA or Microsoft AZ-700
• Possess knowledge and experience of Cyber Sec, equivalent to or better than ISC2 CC or Microsoft SC-200
• Possess knowledge and experience of Virtualisation with VMware and/or Hyper-V
• Possess knowledge and experience of Storage technologies such as SAN, NAS
• Possess knowledge and experience of Firewall technologies such as Palo Alto and Fortinet
• Possess knowledge and experience of MDM technologies such as Intune and JamF
• Possess knowledge and experience of Server technologies such from vendors such as HP, Dell etc
• Possess knowledge and experience of Infrastructure services such as Domain controllers, DHCP, DNS
• Possess knowledge and experience of Identity Management such as PIM & PAM
• Possess knowledge and experience of Business Systems such as Exchange, SQL, SharePoint, OneDrive
• Possess knowledge and experience of Security Systems in particular the Microsoft Defender suite

Responsibilities

• Act as the primary technical escalation point for the support team
• Track, log, and manage all client cases, ensuring timely communication and resolution in line with service-level agreements
• Contribute to our online knowledge base by authoring and/or peer-reviewing articles
• Lead small-to-medium IT projects, ensuring they meet deadlines and objectives
• Plan and recommend enhancements to improve helpdesk capacity and support processes
• Act as an experienced mentor to colleagues in the support team
• Stand in for the Support Team Leader when required
• Participate in our support team on-call arrangements which includes being available on some but not all weekends (which attracts additional remuneration)

Preferred Qualifications

• At least 3 years’ experience working in a Microsoft focussed MSP
• At least 3 years’ experience supporting UK businesses
• Experience of working in a business conforming to common ISO standards
• Experience of working in an ITIL governed service environment

Benefits

• Work from home
• Training and development
• Additional remuneration for weekend on-call participation